Lưu Hiếu Khánh

- Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis. - Develops specific goals and plans to prioritize, organize, and accomplish works. - Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others. - Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met. - Ensures that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results. - Understands the impact of department’s operations on the overall property financial goals and objectives and manages to achieve or exceed goals. - Provides services that are above and beyond for guest satisfaction and retention. - Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed. - Responds to and handles guest problems and complaints. Sets a positive example for guest relations. - Empowers employees to provide excellent customer service. - Observes service behaviors of employees and provides feedback to individuals. - Interacts with customers to obtain feedback on quality of product, service levels and overall satisfaction. - Ensures employees understand guest service expectations and parameters. - Interacts with guests to obtain feedback on product quality and service levels. - Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement. - Interview applicants to qualify for opening positions such as bellman, GSA, GSC.. - Introduce of the hotel and orientaition for new employees to understand and acknowledge of the operation. Taskforce at JW Marriott Ha Noi - Responsible for FO operation during the absence of FOM greets the VIP guests of the hotel. - As directed by the FOM, performs special services for VIP Guests - Check cleanliness of lobby and public areas, lights and as well as GSA in preper and orderly appearance and behavior - Prepared room control, rooms block for US Embassy to welcome President Joe Biden - Prepared room control, room block for Kazakhstan Embassy to welcome President Kassym-Jomart Tokayev - Assist GSA to swap room early check in for all guests. - Ensure all the request of guests are full filled and meet guest's expectation

- Working without FOM position. - Working with 100% OCC on Tet holiday, with 1500 guest in house. Most of the guest are foreigners. - Check the system for the number of expected arrivals and departures, VIP arrivals and features to coordinate with related departments to prepare quickly - Asset management in the department and for the entire hotel. - Human resource management skills. Control and actively arrange the unfinished work items of employees before, during and after the shift. Always take note and actively chase all the unhandle cases - Check courtersy call log file, guest's feedback file, handover and take responsibility all cases and follow up. - Assist team in operation when OCC getting high. Especially groups and V.I.P. - Observe, assist, suggest to modify the attitude service to be posittive of team, helpful to guests. - Develop a plan on training new employees for supervisors. - Training supervisors how to communicate with the team and guests to be professional, handle complaints, flexible skills. - Work in Night shift sometimes to cover up team to do reports to GM and HODs.

- Check courtersy call log file, guest's feedback file, handover and takeresponsibility all cases and follow up. - Check E-invoice, check in, check out during work shift - Check all PM pending everyday and follow up with Receptionists,Reservation, Sales and Accountant. - Check entry and exit declaration in work shift - Check grooming of all employees- Training new SOP every 3 day.- Check all guest satisfaction during work shift. - 07/2022 : Welcome teams come to work for Vinfast stay in Melia withOCC 90%. Most of them clients are Indian, Korean which mean very strictabout food and religion. - Over a period of 5 months, have been worked with 100% operational focus,ensuring guest requests were handled in a maximum of 5 minutes. Andguest complaints are reported immediately to management, and handledwithin a maximum of 1 day. - Training, supporting and supervise new employees that have passed theprobationary period to follow the general internal regulations and SOPstandards in the operation of the department. - Arrange the working schedule for the department, ensuring that eachemployee will work 3 shifts in 1 week to grasp all the tasks in the shift. Result : After 2 months, most of new employees confident to workindependently. Rated work efficiency over 80%. - Check the system for the number of expected arrivals and departures, VIP arrivals and features to coordinate with related departments to prepare quickly. Check turnover in each shift to avoid loss. - Asset management in the department and for the entire hotel. - Humanresource management skills. Control and actively arrange the unfinished work items of employees before, during and after the shift. Always takenote and actively chase all the unhandle cases - Having the ability to identify and evaluate guests through seeing and communicating with guests to up-sell and sell onsite services, increasing revenue for the establishment and the corporation. - 05/2022 : Welcome teams from Malaysia, Singapore, Myanmar, Indonesia,Cambodia to stay in the Hotel for SEAGAME 31 with OCC 80-90%. Getexcellent reviews from guests about service, food and staff. - 09/2019 - 05/2021 : Support in welcoming Hai Phong delegates and government officials during their stay in the hotel during the election.- - 12/2020 - 02/2021 : working with an average OCC capacity of 70%. Welcoming high-ranking officials to stay and use services such as Secretary Le Van Thanh and General Secretary Nong Duc Manh. - Resolve customer complaints such as prices and services, and other problems before, during, and after the stay - 03/2021 :Pick up individual guests or groups to the hotel for quarantine. - Take the initiative and lead colleagues of the same level to take care,support and ask guest's opinions on a daily basis about the hotel's services such as room service, house keeping, to be able to make timely adjustments. - Evaluate guest reviews on websites such as tripadvisor andgoogle and exceed the plan set out for each specific isolation group. - 03/2021: LG Display team 105 rooms - Got 45 5* reviews at Google with arate of 42.8% - 04/2021 : LG Display team 71 rooms - Get 30 5* reviews at Google, rate42.2% - 05/2021 : OCC guest retails 25% - Get 7-10 5* reviews at Tripadvisor,reaching 25%

trang.le@sheraton.com - 0936696444